CRDB Bank wins Quality Service Award in Belgium

Dar es Salaam. CRDB Bank Plc has bagged this year’s Quality Service Excellence Award, courtesy of its commitment to improve quality management across its services.

The award comes from the European Society for Quality Research (ESQR) and was presented to the bank during the awards presentation ceremony in Brussels, Belgium, according to a statement issued in Dar es Salaam on July 2.

The ESQR award recognises organisations that have demonstrated an exceptional commitment to quality-oriented practices, including in the world of banking.

The statement, which quotes CRDB Bank Group CEO Abdulmajid Nsekela, said that the lender has always striven for quality and believes in combining leading technology with personal interaction to deliver a seamless experience at every stage of the customer journey.

“Our team’s relentless pursuit of innovation and customer-centric approaches continues to set us apart in the banking industry,” said Mr Nsekela.

 According to CRDB Bank’s Head of Customer Experience, Mr Yolanda Uriyo, the award reinforces the bank’s focus on innovation and personalised customer service.

She further noted that the award reflects CRDB Bank’s strategic vision under its new medium-term strategy, ‘Evolve,’ which integrates various customer service initiatives aimed at enhancing overall service delivery and customer satisfaction.

Innovative practices that contributed to the award include the implementation of digital customer feedback tools like QR codes and SMS short codes.

These offer customers convenient channels to provide feedback, enabling the bank to respond promptly to their needs.

Furthermore, CRDB Bank conducts regular, proactive evaluations of staff service quality and product offerings, ensuring continuous improvement and consistently exceeding customer expectations.

A representative of the Tanzania Embassy in Brussels, Ms Vivian Rutaihwa, said the award highlights Tanzania’s growing influence in global banking excellence.

The ESQR’s Chief Executive Advisor, Mr Michael Harris, commended CRDB Bank for making its third win in the awards.

This is the third time CRDB Bank has been awarded by ESQR in their Best Leader Quality Awards.

Since January 2024, CRDB Bank has won 26 major awards, including Best Bank in Tanzania by the Global Finance Awards and Best Commercial Bank Tanzania by the International Banker Awards.

Other awards include Most Innovative Customer-Centric Banking Brand in Tanzania by the Global Brands Awards and Most Innovative Bank in Tanzania by the Gazette International Awards.